Customer Service Manager

WILLIAM T. COLGAN

** ****** ***. 516-***-**** (H)

Valley Stream, New York 11580 516-***-**** (C)

SUMMARY

Accomplished professional with 22 years business experience. Excellent oral and written communication skills; able to develop rapport with clients and co-workers; work well under pressure. Detail oriented, highly organized and results oriented. Strong educational and business background.

EXPERIENCE

THE BANK OF NEW YORK MELLON Brooklyn, New York

Senior Administrator/Mutual Funds Investment Manager Services 9/00 – present

Administrator and liaison between Bank of New York Mellon and The Vanguard Group, Inc., responsible for servicing over 100 accounts with a combined domestic and global market value of $407 billion.

Vanguard’s investments include equities, fixed income, tri-parties, ETF, Emerging Markets and Euro CD’s.

Aware of all new securities investment instruments and their servicing requirements.

Must keep abreast of processing changes for new and existing security types and disseminate information.

Utilize custody, retail and other various Bank systems.

Recommend new procedures and identify procedural enhancements.

Prepare internal memorandums and external correspondence.

Provide guidance and knowledge to junior staff members and new hires.

High degree of decision-making responsibility.

Act as back-up in assistant manager’s absence.

Perform other duties as assigned.

CHASE GLOBAL INVESTMENT SERVICES Brooklyn, New York

Trade Administrator/Mutual Funds 6/98 – 9/00

Process and monitor global and domestic trades as per directives received from various clients which included TIAA CREF, Merrill Lynch Asset Management and Best Investments International.

Process and monitor foreign exchange movements, internal cash movements and money transfer wire instructions from various clients.

William T. Colgan

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Resolve cash settlement discrepancies such as accounts payable and receivable.

Review and respond to all account inquiries received via phone, e-mail or facsimile.

Review all rejected trade items and make appropriate corrections for proper processing and settlement.

Assist with daily Queue Monitoring to assure the settlement of all domestic trades on the proper date.

Handle special projects as they arise.

Create, maintain and reconcile daily log of incoming trades.

CHASE MANHATTAN BANK/RETAIL CARD SERVICES Hicksville, New York

Senior Accounting Operations Assistant 7/97 – 6/98

Review and reconcile accounts daily.

Prepare monthly account reconciliation, journal entries and aging schedules.

Ensure all payment files were submitted for processing.

Generate and evaluate payment reports.

Format and create data for spreadsheets.

Compare and analyze data from AS400 payments reports.

Create Pivot Tables to total payment Source ID’s.

Clear payment differences using credit and debit ledger tickets.

Reconcile monthly general ledger.

CHASE MANHATTAN BANK/RETAIL CARD SERVICES Hicksville, New York

Customer Service Representative 10/93 – 7/97

Review and answer cardholders inquiries via phone on a daily basis.

Analyze customer accounts pertaining to billing and payment accuracy.

Recognized by Management for excellent performance in resolving complex customer issues.

Promoted to Account Supervisor.

EDUCATION

ST. JOHN’S UNIVERSITY Jamaica, New York

B.S. Athletic Administration 01/93

COMPUTER SKILLS

Knowledge of Microsoft Office, Windows, Outlook and Internet.

Knowledge of Bank of New York Mellon Operating Systems.

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